Average Handle Time Positively Effecting Your Customer

Your Average Handle Time Could Be Better

It’s become a bit of a cliché to point this out, but time is a precious commodity these days. And nobody wants to spend theirs jamming out to hold music (unless you are on an Uber Conference call; their hold music is ridiculously entertaining). To keep your customers from suffering this fate, make sure their calls for technical support are ...
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Designing Business Processes for Live Chat in Customer Service

Author: Jesper Sjogren, Director, Strategy and Marketing  Delivering service in the channels customers prefer, as they need assistance, is one of the reasons Live Chat is gaining more acceptance and satisfaction as it matures. In fact, Forrester has found that nearly half of consumers appreciate having their questions answered by a live agent when making a purchase online without having ...
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Self Service Technology Solutions - SYKES

Self-Service: Give Customers the Attention and Experiences They Crave

Author: Nick Sellers, Senior Director, Strategy and Marketing Consistent, easy, and efficient experiences are the key to customer satisfaction and loyalty. There’s no single way to provide great customer service. Rather, it takes a variety of perspectives and initiatives to make sure customers are receiving the best service possible. Today’s customers have higher expectations for service and want to be in ...
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Outsourced Enterprise Broadband Provisioning - SYKES

Outsourced Enterprise Broadband Provisioning Improves Time-to-market, Margins and Order-to-Cash

Author: Jesper Sjogren, Director, Strategy and Marketing Cloud computing infrastructures, mobility and software defined networks (SDNs) are driving strong demand for fixed broadband services for both enterprise, small and midsized businesses. Telco and cable companies have the mix of technologies to answer these needs for services, including Ethernet, Time-division multiplexing (TDM) and Asynchronous Transfer Mode (ATM) technologies. The key for ...
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The next multi-billion dollar opportunity for US Telco and Cable providers

Cloud services are being adopted across the business spectrum, with small and medium-sized businesses (SMBs) leading the way in many market segments. This presents a multi-billion dollar market for US Cable and Telco providers. Author: Jesper Sjogren, Director, Strategy and Marketing A McKinsey market study shows that by the 2015 SMBs market share is expected to represent 40 to 50 ...
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Chat Program for Telecom Digital Care Customer Service - SYKES

Delivering a Successful Chat Program for Telecom Digital Care Customer Service

Author: Jesper Sjogren, Director, Strategy and Marketing Today’s Communications Service Providers (CSP) are facing a fast-paced evolution in the availability of the products and services they provide. Connectivity and cable TV are considered nearly ubiquitous to customers. As such, the expectation is that the carrier’s services are always there, available and performing as expected. Unfortunately, it’s often the new devices that ...
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Mobile, Broadband and Media Service providers Need a Strategic Approach to Mobile Care

Author: Jesper Sjogren, Director, Strategy and Marketing When the iPhone 5 was released, over 2 million units were sold in the first 24 hours. According to Pew Research, as of January 2014, 90% of American adults own a mobile phone. With their phones nearly always within reach, consumers are no longer restricted to the time and place where they can ...
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Demand is High for Social Customer Care in Telecoms

Companies no longer control the terms of engagement with customers for service and support. It is customers who initiate conversations, using whichever channel they find most comfortable or convenient. More and more, the channels they choose to use are social media platforms. Telecoms are in high demand for social care with 426,451 questions asked via Facebook and 523,825 questions asked ...
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How Interactive Digital Care Improves Issue Resolution

Author: Jesper Sjogren, Director, Strategy and Marketing Interactive care, a form of digital care that includes online and video chat, self-help tools and online FAQs, is the most preferred type of customer service and support after traditional care provided via phone, email and in person. As of the beginning of 2013, Forrester has seen a 24% rise in chat usage ...
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Lay the Foundation for Customer Analytics in the Contact Center

Data is nothing new to the contact center. Companies have been collecting data for as long as they’ve been serving customers. What’s new is what the data is being used to empower. Big Data and Analytics are two of the discussions that have come to the fore over the last few years. Now that we have the technology to tap ...
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At Home Delivery Platform - SYKES

Flexibility Overrules Specs for Customer Service Delivery

Today’s contact centers are becoming the central hubs for the delivery of customer experience and activating advocacy. Channels have exploded and customers are embracing more of them. From social media to chat, mobile, and web self-service, the skillsets required in the contact center have grown. Finding enough of the agents with the right skills, availability, background, and knowledge to serve ...
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Contact Center Agility Saves Companies from Seasonality

Seasonality that spikes customer demand for products and services can be due to a variety of events from holiday periods to conference events and product launches. For business managers with product and sales responsibility, coordinating efforts with the contact center can help to ease the strain of meeting customer demand. What Would You Do? The holiday season is fast approaching ...
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Customer Service Must Flex to Meet Customer Demand

Contact centers serve as a lifeline for connecting customers with their Communications Services Providers (CSPs). When customer service is disrupted, corporate brand and reputation suffers. While you might be tempted to envision natural disasters or power outages due to weather, it need not be that dramatic. Unexpected call volumes due to product launches, product recalls, seasonality or spiky intra-day demand ...
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Customer Service Should Be More than a Transaction

Contact center operations have traditionally been based on managing transactions. The proof is in the disconnected key performance indicators (KPIs) and the way they’re used to evaluate contact center vendors. Take, for example, Average Handle Time (AHT) and First Contact Resolution (FCR). The first is based on speed, the second on solving the customer’s issue during their first contact with ...
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Use the RFP to Challenge Contact Center Vendors

Requests for proposals (RFP) have been the foundation of procurement processes for decades. The assumption has been that vendor responses to the same set of requirements will allow a more balanced evaluation and selection process. RFPs also instill a sort of security by helping the communication service provider (CSP) feel assured that little is left to chance. If this is ...
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Customer Service Influences Business for Communication Service Providers

As lines of business within communication service providers (CSPs) strive to transform legacy services from siloed products to integrated experiences, they should look to the contact center for help in increasing customer adoption. Serving the new demands of hyper-connected customers can be challenging. But ensuring that your customer engagement strategy is developed in partnership with your contact center provider can ...
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Process Redesign for Higher Performance in Customer Service

Achieving higher performance in customer service requires altering workflows and supporting those changes with continuous improvement processes. Communication service providers (CSPs) lag other industries in their focus on service excellence, but have a huge opportunity to reap the rewards. Modern customers are demanding and impatient. Surprisingly the number that will complain when compared to the number of customers who are ...
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Reducing Customer Problems Provides Differentiation for CSPs

When your competitors are offering to buy out your customers’ contracts to get them to switch, there’s no time to waste in improving the customer experience. This is especially true for communication service providers (CSPs) that remain consistently at the bottom of both NPS rankings and Temkin Experience Ratings. While cost and coverage have been the two primary areas of ...
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How Context Influences Satisfaction with Communications Brands

Lines of business look to customer service to increase adoption of products and ensure that customers have a good experience with them, increasing their lifetime value and willingness to buy more over time. You rely on your customer service executives to set the framework for delivering service and to hold contact center vendors to the requirements in the contract. However, ...
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Four Areas of Business Value Call Center Vendors Must Address - SYKES

Why You Should Look Beyond the RFP for Contact Center Vendors

Requests for proposal (RFPs) are commonly used to solicit solutions from suppliers that meet defined requirements. In the case of contact centers, there are nuances that your specifications may be overlooking. Communication Service Providers (CSPs) often use a variety of vendors to provide customer service for various products or services, lines of business, regions or countries. A vendor may be ...
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